New forms in TeamDynamix – Duo Support, Transcripts

What

2 forms have been added to TeamDynamix. 1 for Duo Support and 1 for Transcripts requests.

  • A couple required fields have been added to the Duo Support form. The following fields will show on the form if “Bypass code issued” or “Phone – Switching number” is selected from the “Duo Support items” list.
    • “How was the customers ID verified?”
    • “Type of ID (drivers license, passport, etc)”

Why?

To make it easier for you to help customers with Duo, and Transcripts.

How do I find the forms?

Create a new ticket in the “IT” application in TeamDynamix, at the top of the form, start typing either “Duo” or “Transcripts” to find the forms, and select it.

The KB article on “creating a ticket” can be found here: https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=44171

Incoming Reftool Updates

Hello team,

We have several updates to Reftool going live this week. Please see below for complete details.

TD Button Changes

The biggest change concerns the various buttons on the account view which allowed for rapid Team Dynamix ticket creation. Previously, these appeared like so:

old TD buttons

In an effort to simply the Reftool-TD workflow, however, this has been changed. The “Major Problem (Outage)” and “Incident” buttons as well as the “Service Requests” dropdown have all been removed and replaced by a single consolidated “Create TD Ticket in IT App” button.

new TD button

Clicking this new button will take you to a Team Dynamix form selection page which will allow you to select the appropriate form for the type of request you wish to create and then populate the selected form with relevant data.

td form selector form

Search Link Highlighting

The second group of changes this round is intended to make the process of searching just a bit more user-friendly. Specifically, the links to access Advanced Options and Search Help have been bolded and underlined.

These come after anecdotal reports of IT pros overlooking these buttons. While the Advanced options are pretty basic at present, the Search Help is an particularly useful feature, especially for newer users who are still learning how to form effective Reftool Queries (and vets who just can’t seem to find a certain account).

Changed LDAP Button Appearance

Continuing the theme of highlighting useful yet under-used features, the “View LDAP Entry” button at the bottom of the account view page has been changed to make it appear more button-like.

ldap

This button is, in my opinion, the coolest mostly unnecessary/largely unused feature in Reftool. Clicking it dumps the raw data received by Reftool from various services straight to the screen. In addition to containing much more info than is displayed in the pretty-fied boxes above, this also shows what that data looks like prior to Reftool’s processing, useful for those times when you find an entry with some weird looking data and want to figure out where it came from.expanded LDAP data

Offer Search Help if Search Returns 0 Results

Finally, we have added another link to the search help modal that will appear any time a search returns 0 results. There are, after all, few things more frustrating than the apparent inability to find an account which you are sure exists.

no results

The plan is to push these updates to production around midday on Friday. For those of you with access, they are currently live and usable on the Reftool dev instance.  As always, if you have any questions, comments, concerns or suggestions for future improvements, please don’t hesitate to let me know!

– Rick Menzel

Duo Mandatory Coming Soon

Team,

Duo mandatory for all non-students is coming on May 22nd. 

All non-student ONID accounts need to be signed up for Duo before May 22nd. Starting May 22nd, they will be prompted to sign up for Duo when they attempt to login on any OSU SSO site.

As of today, about two-thirds of the people who will be Duo mandatory have signed up. There are still about 3,000 who need to do so.

We expect to get a lot more requests about Duo in the days leading up to and just following the cut-over. Customers who will be mandatory but have not enrolled yet are receiving reminders and will receive more reminders as we get closer to the date.

Here are a few things we are doing now to prepare for this change:

  • Sign up events: The Duo project team have been doing regular sign-up events all over campus. These have been announced on the Duo site and in OSU Today. For more info, see: https://is.oregonstate.edu/duo/timeline-events
  • Service Desk staffing: We will be staffing up the Service Desk that week as much as possible to handle the expected influx of calls. We may add a temporary option to the phone menu for Duo callers to route to a specific group of people. More on this soon.
  • Cheat sheets: Each Service Desk station will have a cheat sheet with the most common Duo questions and answers for your quick reference.
  • CN customers: Jeff’s time is blocked out for the next couple weeks to work with CN customers who have not yet signed up for Duo. He and Max are also reaching out to schedule appointments with VIP customers.

We have given some customers bad information on a few points. Please read for a refresher and let me or Richard know if you have questions:

  • iPads: Duo works on all mobile devices including iPads. They don’t have to have cell access (see next bullet).
  • Offline Access: A mobile device registered for Duo does not need to have cell or wifi access – they can use the pass code generator in the app when offline. This applies if they are traveling. Even abroad. Even in outer space or the Mariana Trench.
  • Identity Verification: We only need to verify identity if we are helping the person bypass Duo by either giving them a bypass code or requesting opt out. Outside of that, use good judgement.
  • Bypass versus Passcode: A “bypass code” is something we generate. A “passcode” is something the customer generates with the Duo Mobile app or their hardware token. They are used the same way to login, however.
  • Not Duo-enrolled: If RefTool says the customer is not Duo-enrolled, they are not enrolled. Even if they say they are. If they think they are, but RefTool says they are not, it probably means they didn’t complete the sign-up process. After they scan the QR code, they have to do a Duo push and login one time to complete sign-up. This video shows the process: https://media.oregonstate.edu/media/0_sl9s1nyb
  • Really mandatory: If the customer is not a student, they are Duo mandatory. They should not ignore the notices! On May 22, if they are not signed up for Duo, they will be unable to login to many OSU services. (Please note: that list of services is for our reference only and should not be sent to customers.)
  • Password expiration: Customers do not have to change their password after they sign up for Duo. However, to enjoy the benefits of “never change your password again” they do need to change it one more time. Once they have done that, they won’t have to change it again unless their account is compromised. But they don’t have to change it right away.

Things that have changed recently:

  • Reactivation: Customers can reactivate their phone if they are still using the same phone number. This works because the reactivation tool allows them to send a text message to their phone to get back into Duo (normally we don’t allow text messaging for Duo). The steps are here: https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=69334
  • Broken/Lost Token: If a customer is only signed up with a token and it is lost or broken, they can now self-serve replacement of the token without us needing to escalate the issue to Duo support. Customers can do this via the “Manage your Duo devices” option on duo.oregonstate.edu.